Director, Product Operations & Customer Engagement, Disputes

About the role

Mastercard is seeking a senior leader to drive customer migration to its next‑generation disputes platform and API solutions. The Director will act as the primary customer‑facing partner, guiding issuers, acquirers, processors and fintechs through the transition from legacy dispute management tools to modern, API‑based capabilities.

Key responsibilities

• Lead the development of migration strategies and roadmaps tailored to each customer’s objectives and technical environment.
• Manage end‑to‑end migration programs, from initial assessment through implementation, onboarding, adoption and optimisation.
• Serve as a trusted advisor, building executive relationships and ensuring customers realise the full value of Mastercard’s disputes modernization.
• Collaborate with Product Management, Technology, Consulting Services, Customer Delivery, Account Management and regional teams to align execution and delivery.
• Define governance structures, success criteria and deployment plans to ensure predictable, scalable outcomes.

Required profile

• Proven experience leading large‑scale customer migration or transformation programmes in the payments or fintech sector.
• Strong consulting and program‑management background with the ability to influence senior stakeholders.
• Deep understanding of dispute operations, workflows and regulatory considerations.
• Excellent communication and relationship‑building skills.

Required skills

• API‑based platform implementation experience.
• Process design and operational consulting expertise.
• Strategic planning and execution capabilities.